Self-service access and check-out is becoming more widespread as companies look for ways to maximize technology and create efficiencies. Some customers are reluctant to use self-service for any number of reasons. Assume you are working for a firm and want to encourage more customers to use self-service. Use the attached survey and tally sheet to interview 10 people of different ages and educational backgrounds and write up your conclusions. What insights did you garner from this exercise? Can you draw any generalizations? What recommendations would you make to a service firm wanting to expand self-service?
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